Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive purchase of defective new car/ Alfa Romeo Stelvio from **** Case Alfa Romeo **** Case sold me a defective car as a luxury and new car. Since the very biggening, the dealership was reported several times about defective and malfunction of the Stelvio they sold me. I've facing electrical, engine related and general malfunction issues that appear not to be addressed or fixed by dealer accordingly every time I brought it to the dealer technician. Now the car has a new recall, guarantee expired, and dealer is asking my over $ 4000 for repair on a car that no suppose to such problem since there is really low millage on it. The car is at the **** ************************ now.Several complains about defective car, lead to mistreatment from the staff as well as continues issue with the car and not a trustworthy work/ maintenance/ services performend on the car by the dealership, even when the car have been for up to month in the services department,I have several emails exchanged between me and the **** Case dealership r about these problems Please advise.

  Business Response

  Date: 02/04/2025

  Customers complains were all taken care of as they happened . This last issue has nothing to do with anything other past issues but a big oil leak and as per the service advisor the customer has been given a big discount as his extended warranty expired and would not cover the repair . The customer agreed with the repair order and price estimate discounted and have the GoAhead for the work to be performed (the vehicle is a 2018 Alfa Romeo)

  Customer Answer

  Date: 02/04/2025

  Please, refer to all services performed on car since the date of purchase to today on record.

  **** Case dealership sold me a defective product as new/ luxury car that I have to bring to the dealer every few months (several times a year).

  **** Case never tried to solve problems at first time. I have to file complaints in order for them to take action; specialty by Service Manager **** ****** who never, ever took proper action to avoid the problem escalates.

  Business Response

  Date: 02/07/2025

  Good morning,

  Vehicle has 4 different oil and coolant leaks. Customers extended warranty has expired and he has approved the repairs. We gave him a $500 discount.

  Thank you,

  **** ******

  Service Manager

  ************

   

   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22898024
  
  I am rejecting this response because:

  Manager **** ****** never, ever, paid attention to the severals  complaints about all the malfunctions  of the car as reported since the first day I bought it. He is from the criteria that they don't make cars; they just  sale it, he told me once; but actually  they sold me a peace of garbage and not the luxury car the promote. 
  Mr. ****** only take action when my complaints come through upper management or through BBB or through the Consumer protection. 
  The discount for 500 he is talking about come after I placed the BBB complaint. Mr ****** response to BBB is just a manipulative and deceptive business practice.
  As if today, the car only have 43 k mile on it.
  I have had to take the car many times, every 6 months, every year, to the shop since the day I bought it on the 5th of 2018.
  Several times the car has been in the **** **** shop for over  a month. 
  Based on the above, I don't know if the mechanics or the ****************** have really done the right job, because I always have to go back to the shop,or worse yet, I don't want to think that based on my several  complaints against **** **** services and all that I have going through with car, the car has been tempered the car has been tempered so that I have to return to the shop continually and charge my warranty plan or take money out of my pocket.
  I feel cheated and robbed with the purchase of that car from **** **** Alfa Romeo and also from the ******************* under Mr ***************************** top of that I had to pay ******* last week for parts and labor on a nearly new car.
  I have been robbed by the **** **** dealership and the service department from 5- 2018 to ****** by selling me a defective car as if it were a luxury one, and they don't seem to care either.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/20/2025

  Good afternoon,

   

  Unfortunately, The vehicle is out of factory warranty and extended warranty. The best option that we as a dealer had was to discount the repairs, which we did.

  Mr. ***** can reach out to the Manufacturer as well and ask for goodwill assistance.

  **** Case is not responsible for any repairs that a vehicle may need now and in the future.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22898024
  
  I am rejecting this response because:

  This response from **** *************** shows the deceptive, unrespectful  and manipulative way the staff conduct unethical  business by getting off on a tangent and not take on consideration the sale of a defective car. 

  **** Case induced me to purchase of a product trough a false representation of a luxury car when in reality was a piece of junk full of malfunctions and defects from the first day of purchase.

  All work done on the car was paid by the warranty plan I purchased. **** Case dealership and the Service Manager did nothing by courtesy or for free.

  Now that the warranty expires, the dealership and the staff shakes off any dust that could smudge their name by sending me to contact the factory. This is a mockery of the consumer.

  I consider my purchase a fraudulent sale  made by **** Case dealership staff.

  
  Sincerely,
  
  **** *****

   

  Cc FL Consumer Protection Division

  Customer Answer

  Date: 02/21/2025

  BBB, In my good faith and an effort to keep Better Business support on behalf of consumer, **** **** just keep the same deceptive practice  by providing no real argument on the case and complaint.

  Service Manager **** ****** at **** **** never, ever, paid attention to the severals  complaints about all the malfunctions  of the car as reported since the first day I bought it. He is from the criteria that they don't make cars; they just  sale it, he told me once; but actually  they sold me a peace of garbage and not the luxury car the promote. 
  Mr. ****** only take action when my complaints come through upper management or through BBB or through the Consumer protection. 
  The discount for 500 he is talking about come after I placed the BBB complaint. Mr ****** response to BBB is just a manipulative and deceptive business practice.
  As if today, the car only have 43 k mile on it.
  I have had to take the car many times, every 6 months, every year, to the shop since the day I bought it on the 5th of 2018.
  **** ************************ have returned the car to me without fix it or without perform the proper services on it.
  Several times the car has been in the **** **** shop for over  a month. 
  Based on the above, I don't know if the mechanics or the ****************** have really done the right job, because I always have to go back to the shop,or worse yet, I don't want to think that based on my several  complaints against **** **** services and all that I have going through with car, the car has been tempered the car has been tempered so that I have to return to the shop continually and charge my warranty plan or take money out of my pocket.
  I feel cheated and robbed with the purchase of that car from **** **** Alfa Romeo and also from the ******************* under Mr ****** management. 
  On top of that I had to pay ******* last week for parts and labor on a nearly new car.
  Overall, My Stelvio 2018 was taken   to the **** **** dealer several times due to  isues related to:
  Engine 
  Tweenturbo
  Powertrain 
  General elctrical problems
  Start/stop issues.
  Head light lamps
  and other several malfunction or defective issues.
  Car record can be checked about it. 
  I feel I have been robbed by the **** **** dealership and the service department from 5- 2018 to ****** by selling me a defective car as if it were a luxury one, and they don't seem to care either.
  On another **** **** cancelled my ************* fully paid by me  without notified me or returning my money within 6 years
  All of the aforementione general issues, have been also reported to Alfa Romeo USA and documented as case through you and to the **** **** dealer as well.
  Once I had to apply the lemon law for the previuos new Alfa Romeo Selvio.
  Neither Alfa Romeo USA or Alfa Romeo **** **** have taken real  resposabilities on this cheating toward consumer.
  Please, share this with your upper management and avise me.
  Sincerely
  **** *****
  2-20-2025
  MESSAGE FROM BUSINESS:
  Good afternoon,
  
  Unfortunately, The vehicle is out of factory warranty and extended warranty. The best option that we as a dealer had was to discount the repairs, which we did.
  Mr. ***** can reach out to the Manufacturer as well and ask for goodwill assistance.
  **** **** is not responsible for any repairs that a vehicle may need now and in the future.
  
  My response 2-20-2025
  Complaint: ********I am rejecting this response because:
  This response from **** **** management shows the deceptive, unrespectful  and manipulative way the staff conduct unethical  business by getting off on a tangent and not take on consideration the sale of a defective car. 
  **** **** induced me to purchase of a product trough a false representation of a luxury car when in reality was a piece of junk full of malfunctions and defects from the first day of purchase.
  All work done on the car was paid by the warranty plan I purchased. **** **** dealership and the Service Manager did nothing by courtesy or for free.
  Now that the warranty expires, the dealership and the staff shakes off any dust that could smudge their name by sending me to contact the factory. This is a mockery of the consumer.
  I consider my purchase a fraudulent sale  made by **** **** dealership staff.
  Sincerely,**** *****

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2024 Alfa Romeo Tonale VeloceJune 2024 from **** Case Alfa Romeo I was turning right into a parking lot. I made a right followed by another right to park the vehicle going around 4 MPH. I applied the brake and lunged forward, so I fully depressed the brake pedal and the vehicle accelerated, jumped the parking curb and drove off the paved area, thru a hedge, the swale and I hit an F-250. That is what stopped my vehicle. When the dust settled, I was trapped and had to reverse to get out. I had a dash camera which captured video and audio of the entire accident exactly as I have described it. The autonomous braking and collision avoidance system never engaged. I opened a claim with Alfa Romeo customer service. I received a call from **********************************. I was asked to sign a consent form so they could download the *************** Recorder) and inspect the vehicle. I only agreed, because they told me I would get copies of the results. There 2 separate downloads done and I have it in writing from *****, that there was no data on the **** Based on nothing Alfa Romeo said the accident was not due to a manufacturing responsibility. I supplied pics of the scene, accident details, and told them about the video and audio. They replied with the same AI generated response. I called **** and spoke to my claim representative who was extremely unprofessional. Every word she told me was a lie. She told me MY insurance company had investigated and determined the accident was not due to a manufacturing responsibility. My insurance company denies having investigated or communicated with ****. ******** is paying to fix the body damage, but whatever defect caused the accident is being ignored by everyone. Alfa Romeo, *****, **** Case and Allstate are perfectly fine putting this vehicle back on the street. I dont know what to do now, but the leasing company will get the car. Eventually the car will end up in the hands of some unsuspecting person.

  Business Response

  Date: 12/09/2024

  did speak to the customer and agreed to her request that once the vehicle is repaired for us to check the vehicle although Alfa Romeo and Bosh did in fact check the onboard computer at the time of the accident as per the customer statement and did not find anything wrong or malfunctioning with the braking system 

   

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted, several times, the sale manager, at Alfa Romeo and Maserati **** Case dealer, located at 3500 Weston Rd, Davie, Fl *****, through the emails; ************************* ************************** and ********************** as follow bellow:Please be advised that I contacted the Protector Assets Protection in reference to the *** I purchased in the amount of ****** for my vehicle through you guys on 5-21-2018. The Protector Assets Protection reported to me that the *** insurance was Voided on n 5-21-2018 by the **** case Dealer since the beginning of the contract. I have the *** contract on paper and paid, but it never was active for this particular vehicle.Based on the above mentioned information, the Alfa Romeo Stelvio 2018 (VIN ZASFAKPN2JB87553), never had the *** insurance I paid in the amount of ******; which means that I never had my assets/vehicle protected.Please, take a look into this.I you need more information, do not hesitate to contact me, this via Hope to hear from you ********* regards

  Business Response

  Date: 10/23/2024

  Back in 2018 Mr. ***** purchased a vehicle on 5/21/2018.  He traded in a vehicle at the time of the new purchase.  He requested a cancellation of the gap policy on the traded vehicle., however upon cancelling the Gap policy, the wrong policy was cancelled.  The policy cancelled was, in fact, the one on the new vehicle he was purchasing, which was a mistake.  

  We are refunding Mr. ***** the cost of that Gap policy plus tax in the amount of $963.00 

  I am atttaching copies of the cancellation request and a copy of both the policies the original one and the one from the new vehicle. 

  Should you need anything else, please feel free to contact me via email or phone 

  *************************************************

  Thank you 

  ***** ******

  **** Case Automotive

   

   

   

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, even I did not requested a cancellation of the gap policy on the traded vehicle, as stated by **** Case dealership.  The Fap cancelation was something made by internal  mistake from the **** Case person or department in charge of the trade transaction.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called to speak to the Manager of services since 3/11 and 3/12 in regards to service that was done to my car in Nov 2022. No call back from the manager and no answer after the request. Since the service then I have found that my car was left with little to NO BRAKE Fluid after the service, a oil changed that was needed was NOT, an air bag sensor come after it looked like they had been tampered with, and now I have a misfire to my engine due to coils and spark plug issues that was suppose to be fixed!! I paid for spark plugs to be changed and it hasnt even been 4 months exactly yet. I will be reporting **** Weston to the better business bureau and I have photos of the parts. This is UNACCEPTABLE, a rip off and UNPROFESSIONAL.

  Business Response

  Date: 04/26/2023

  Good afternoon,

  attached are 2 repair orders. one explains all the additional work that was needed and declined by ******************. The second repair order is the customer goodwill refund for $320 for the spark plugs that ****************** requested.

  If there's a concern with an air bag light. Then it would be something unrelated to the repairs that were performed and she needs to bring in the car to be diagnosed

   

  Thank you,

  *********************

   

   

   

   

   

   

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my Maserati to ************* after a very minor fender ****** the week of September 26th (The week of Hurricane ***). Once the repair was "complete" I picked up the car, drove it home. When I restarted the vehicle, the electronics were all experiencing issues. The warning lights were all on, the wipers wouldnt shut off, the siren wouldnt shut off, the car wouldnt shift properly, etc., the car was completely undrivable. After a drawn out fight, I was able to get the car towed back to *************. Once the car was there, they charged me **** to diagnose the issues. They came back and said the issues were related to water damage (the car had never had water damage before). I decided to authorize the repairs and I would deal with it through my ****************** In early January the car was finally ready. I went to the dealership with cash, my checkbook, and my debit card. Upon arriving at **** Case Maserati I was given the keys, told the car was finished and parked outside and handed a ZERO balance invoice. I asked about paying and the service advisor said, You can give me the money if you want but the invoice is zero balance from your insurance. I take the car and leave assuming USAA completed their part and covered the additional repairs. On Saturday night Jan 7th at 7:36pm I receive this text ******, You have committed grand theft due to the parts that were installed and not paid. I suggest that you pay this bill before your arrested on Monday. The police will also be notified about the incident ********************* with ************* Maserati has threatened me, made intimidating texts, holds my car without allowing me to pay and now plans to put a mechanics lien on it and charge me fees. As of today 1/27/2023 I have asked more than a dozen times for a link to pay the invoice and have the car delivered. I have offered cash, check, cashier check and debit card. ********************* continues to threaten me with liens and fines but will not provide a link for me to pay.

  Business Response

  Date: 01/30/2023

  Good afternoon,

  the customer's concerns have been addressed and resolved. Customer has paid the outstanding repair bill and the vehicle has been deliverd back him

   

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February/March of 2022, I purchased a vehicle here in Broward county.On the 23rd January 2023, I received the attached letter from Maserati ******** (Exhibit 01) telling me that there had been a "discrepancy" in the representation of the vehicle's power. On the 23rd January 2023, I responded with the attached email (Exhibit 02).On the 24th January 2023, I received the attached email (Exhibit 03) offering me $1000. I find this unacceptable, seeing that I now own a vehicle that actually differs form the vehicle that I thought I had purchased.I am not an opportunist. I do, however, feel betrayed and duped and, as a72 year old widower, I seek some compensation in excess of the $1000 now offered.Thank you *****

  Business Response

  Date: 02/17/2023

  Yes I did , I never received an BBB complaint about this customer

  He apparently was dealing directly with Maserati ******** not with ** as his email explains

  He bought the car last year in February and one year later Maserati responded to him directly offering him $1000

  I am adding to the email recipient list the BBB assigned agent *******

   

   

   

  *****************

   

  General  Manager

  *************************** Romeo - Maserati

  ************

   

• Initial Complaint

  Date:01/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the market for used car and found this 2017 Maserati Ghibli with a VIN *****************. It was listed for ******. I called in and talked to ****** on 01/05/2022 and made him an offer of ******. He told me that he will check with his manager and get back with me. He called me back and said well there is a price mistake and they are changing the price of the car to ******, which they did. In my opinion this is illegal practice and Dealership should be notified of these kind of illegal practices.Attached please find the 2 adds before and after the Price change

  Business Response

  Date: 01/31/2023

  hello, 

  the price of ****** was a typo however the offer that was made was not a price we would have agreed to sell the car at (31,000)

  in any case the car has been sold since 

  sorry about the inconvenience 

   

   

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from ************* ******* in May. I test drove a different model that had the same engine. I settle on one that had the engine with a higher trim. Since I bought the vehicle I have experienced 2 issues with my car. The car makes a jumping motion around 30 to 40 mph. I called to get the serviced a few days after I purchased it and was told there is no loaner available for 1 and a half months. So I had to set the appointment for the same time as the loaner. After heading to the appointment I was given a g70(car) as the loaner and the vehicle I drive is a GV80 (SUV). I was told there was no other option for loaner. I asked to speak to the Service Manager but he was out of office. I then asked for the General Manager. I spoke to him and voiced my concerns and size issue considering I am 6ft tall and large. He told me if I didn't like what my options were that I could always go somewhere else. After that I called *****************. She put me in contact to 2 VPs who attempted to resolve the issue. I was then given a G80 for a loaner. Once the service was completed I was told that my issue was resolved and the other issue they could not replicate. I was told to drive the car for a while and it should smooth out. The service invoice stated that it was little engine for a big SUV. I attempted to resolve my issue again as it still persisted. I went to ************* again and was given a G70 as a loaner and was told that was all that they had and now the 2 people that test drove my car this time both told me that they don't feel any issues with my vehicle and that all things displayed were normal and within specs.

  Business Response

  Date: 09/28/2022

  Customer states that the vehicle has two issues that where not able to be duplicated during this visit. Customer was advised that what he is felling is normal and that we found no failure. We have scheduled customer to take the vehicle to one of our other locations for a second opinion.  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18140152
  
  I am rejecting this response because:
  The second location found the issue without hesitation on the first visit. This is clear as day that the business failed to listen to me as a consumer and even stated in the report that there was no issue with my vehicle. Now my vehicle is out of commission for 2 months while I wait on a part. If the first location had listened and did their due diligence this couldve been resolved in July instead of making me have to wait for appointments, loaners, and then telling me to my face that there is nothing to fix. Now the *** ***************** and her VP ********************* are both ignoring my call after it has been made clear that their plantation branch handled my car with gross negligence.
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/06/2022

  The vehicle was inspected by the service department at ****** regarding the issue he had complained about at this location. On the last visit to our store hew was present in the vehicle on two separate road tests one with just the service manager and the second with the manager and technician and the complaint he had was that the vehicle had this small jerk as it shifted gears, we did feel this and it appeared to be normal and offered to get another brand new Genesis **** exactly the same as his and let him drive it with us so he could compare how the  vehicle operated and then see that what he was experiencing is consistent with the operation of his vehicle to which he declined. The vehicle was recently evaluated at ****** and what happened was the vehicle was road tested 6 times without any fault found and unfortunately on the 7th road test the vehicle actually stalled out due to a fuel pump failure and would not restart. At no time did the customer ever state that his vehicle stalled, nor did this occur with us with the owner present. All in all we are happy that this problem has been solved and hopefully the owner will be completely satisfied with its performance after the new pump is installed. Intermittent problems are very difficult to diagnose and if the component finally stopped working and the vehicle is repaired then the customer should now be able to enjoy his vehicle as it was designed to do.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18140152
  
  I am rejecting this response because:

  This was not a symptom for me to report because it never happened. I have had it aware on multiple visits that the car was not performing as expected and I was told that theres nothing wrong with my car. Its amazing how another service center identifies the issue without me being present. Its not job to diagnose an issue. I told the plantation location 2 times there was an issue and both times they gave me my car back and told me theres nothing they can do. Do not place blame on me as a consumer for your service centers lack of care and incompetency. I dont want this case closed until I get my car back. I was not taken seriously until I opened this case.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/25/2022

  The owners complaint was resolved at our dealer in ****** after the vehicle finally stalled while being road tested for the third time. On both road tests at this dealer with the owner present the vehicle never stalled out nor operated in any unusual way prior to it stalling out with the technician in Weston ************ a third road test. The vehicle never stalled with the owner either prior to the fuel pump failure so not sure what this dealer could have done differently. The vehicle was scanned using ******* diagnostic equipment and never had any codes present either. We are sorry that the owner went through any discomfort, however there was never lack of effort to get the vehicle to show this problem and at no time did the vehicle suffer a stalled condition which was the conclusion of the fault once the vehicle stalled. The vehicle still at the Weston ******** awaiting the release of the fuel pump presently back-ordered by ******* corporate, and once installed the owner will be able to drive and enjoy his vehicle. 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18140152
  
  I am rejecting this response because:

  This process of diagnosis is a lie. I was told something completely different and repeated it back to the service advisor that called. Instead of admitting guilt ************* is fabricating lies. They literally said that that it went through a series of testing and after the 7th test the vehicle would not crack back but now they are saying it stalled at their other ********. I had to start BBB complaint and was told several times by the service manager that the hesitation I felt while the transmission shifted gears was normal and that was even placed in the report that physically given to me. ************* should be ashamed to even write lies and it make seem as if it were my fault when this is the third appointment I made to get the original issue fixed amongst other things. Even my door speaker I informed ************* was an issue at the plantation ******** and they said they didnt hear it even though I reproduced the issue in front of them. The Westin ******** reproduced the speaker issue without me being present and order a replacement part. ************* Plantation are liars and my documentation proves it. I dont get how a different ******** was able to reproduce both issues and propose a solution on the first visit and the Plantation ******** told me everything I was experiencing was normal on two different visits.  I dont want this case closed until my vehicle is returned to me running without issue. My first written report I got back stated that the hesitation I felt was due my engine being small and then I was verbally told that I should reach out to ******* and tell them. Stop lying *************. Also on my first two visits to Plantation I was not given like for like with the loaner and was told that if I didnt like it I could take my business elsewhere. In ****** they literally gave me the same truck I had as a loaner without me even having to request it. ****** ******** is clearly doing something that Plantation isnt.

  
  Sincerely,
  
  *****************************